The Impact of the Covid-19 Pandemic on Conversational AI

4 years ago dzone.com

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by Many contact centers were unable to cope with demand or closed because of lockdown restrictions, leading to long delays in customer service queries, which dramatically affected the customer experience. It is already clear that the Covid-19 pandemic will result in a seismic change in work and life culture globally.

Even before the pandemic, Gartner stated in July 2019 that “By 2025, customer service organizations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%.”

Although automated, they enhance the customer experience by resolving even complex issues in a timely manner and in the customer’s preferred language.

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